To serve as technology consultants to our clients, we need to stay up to speed with the latest IT trends and solutions. To achieve that, our team of IT experts attends weekly training sessions conducted by various IT solution providers. Based on our extensive experience and sales volume with the suppliers, we receive exclusive, direct and usually in-person training from these suppliers. Our Tech Talks blog series offers a snapshot of these educational sessions.
A prominent insurance provider wanted to analyze and improve call center performance. However, they could only manually assess 5 percent of customer interactions, meaning they missed out on tons of valuable information that could inform coaching efforts.
To monitor 100 percent of interactions, the company turned to our partner, a leading conversational automation solution provider, for speech analytics. With the platform’s root cause analysis capabilities, the insurer could identify specific differences between high-performing agents and their peers. These analytics informed customized training sessions and ultimately led to a 48 percent increase in sales.
If you’d like to deliver better customer service and enhance contact center agent performance, you should consider working with the same supplier. During a recent meeting with our technology consultants, the provider’s sales team reviewed their portfolio and discussed how they help their clients deliver better customer experiences with conversational artificial intelligence. Here’s what you should know about their background and products in order to make a well-informed purchasing decision for your business.
Provider overview
Since 2000, this company has harnessed the power of artificial intelligence to enable businesses around the world to enhance call center performance. Their research and development team of over 100 engineers crafts conversational automation offerings with technologies such as voice biometrics, natural language processing (NLP), and speech recognition. They serve over 400 enterprise clients in 20 countries from five offices globally and have earned recognition for their performance in the customer service solution space from firms such as Gartner and Opus Research.
Featured offerings: Conversational AI, biometrics and analytics
This supplier offers omnichannel and cloud-agnostic conversational automation to boost efficiency and support better customer experiences. Notable products in their portfolio include but are not limited to the following:
Virtual agent: This conversational AI offering can tackle repetitive tasks and simple client requests, freeing your human agents to focus on more complex work. The virtual agent utilizes speech recognition, text-to-speech, and NLP to respond to customers.
Voice biometrics: Automate and streamline the customer authentication process. This solution can conduct active and passive verification as well as blacklist identification.
Conversation analytics: Assess 100 percent of your customer interactions and gain unprecedented insights with real-time sentiment analysis. This solution also includes a statistical comparison tool to examine granular differences between top performers and other agents. It can also automatically monitor quality indicators such as script adherence.
Our consultants would be happy to help if you want to explore your conversational automation options. We have connections with other competing conversational AI suppliers and can rapidly analyze the top contenders to identify the best fit for your company.
With our 20+ years of experience in IT, vast partner network, and access to exclusive cutting-edge research and advanced tools to generate side-by-side comparison matrices, we can streamline the purchasing process and efficiently pinpoint the best products and providers for your business based on an assessment of your requirements and objectives. Why spend dozens of hours vetting suppliers and solutions on your own when we can do the homework for you?
Start your transformation today by calling 877-599-3999 or emailing sales@stratospherenetworks.com.
